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Housing Ombudsman Decisions

16,595 total decisions 12,049 maladministration found 2,256 no maladministration 164 severe cases

Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.

Decisions by year

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Top landlords by volume

Decision counts
Clarion Housing Association Limited 826
London & Quadrant Housing Trust 555
Peabody Trust 533
London & Quadrant Housing Trust (L&Q) 488
Sanctuary Housing Association 365
Hyde Housing Association Limited 318

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Severe Maladministration (164) Maladministration (6,534) Partial (5,351) No Maladministration (2,256) Reasonable Redress (1,440) Mediation (235) Outside Jurisdiction (590)

Common topics (last 2 years)

association occupancy background investigation limited tenancy assured london lives borough council group local authority november secure trust bedroom property december

Top landlords

Clarion Housing Association Limited (826) London & Quadrant Housing Trust (555) Peabody Trust (533) London & Quadrant Housing Trust (L&Q) (488) Sanctuary Housing Association (365) Hyde Housing Association Limited (318) Metropolitan Thames Valley Housing (MTV) (318) The Guinness Partnership Limited (306) Southern Housing (288) Southwark Council (271) Notting Hill Genesis (243) A2Dominion Housing Group Limited (242)
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Showing 6,534 of 16,595 decisions

Decisions

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18 Feb 2021 Maladministration Clarion Housing Association Limited (201906262) Case 201906262 · Old Property Condition categories The resident complains about the landlord’s delay in resolving a leak into the property, and its subsequent offer of compensation … 16 Feb 2021 Maladministration Dudley Metropolitan Borough Council (201911389) Case 201911389 · Managing Relations The complaint concerns: The landlord’s response to the resident’s request for bathroom and kitchen repairs. The landlord’s communication and complaint … 16 Feb 2021 Maladministration One Housing Group Limited (202000092) Case 202000092 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s request for information about the cladding on the building she … 12 Feb 2021 Maladministration Co-op Homes (South) Limited (202002121) Case 202002121 · Old Tenants Behaviour categories The complaint is regarding the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB) by his neighbour. 12 Feb 2021 Maladministration London & Quadrant H T (201912975) Case 201912975 The complaint is about the landlord’s response to the resident’s reports of noise nuisance and other behaviour by a neighbour. 12 Feb 2021 Maladministration Notting Hill Genesis (201911186) Case 201911186 · Managing Relations The complaint is about the landlord’s handling of: repairs to the resident’s windows and doors; complaints about intermittent hot water … 12 Feb 2021 Maladministration Southwark Council (202008684) Case 202008684 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of reports of a backflow surge of water into the property and its … 11 Feb 2021 Maladministration London & Quadrant Housing Trust (202001461) Case 202001461 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s request for information to enable her to complete the sale … 10 Feb 2021 Maladministration Hyde Housing Association Limited (202001296) Case 202001296 · Old Health and Safety categories The complaint is about how the landlord dealt with arrangements to carry out an annual gas safety inspection at the … 10 Feb 2021 Maladministration The Riverside Group Limited (202001482) Case 202001482 · Old Complaints Handling categories The complaint is about: the landlord’s response to the resident’s reports of leaks into his property, including the conduct of … 8 Feb 2021 Maladministration Birmingham City Council (202006450) Case 202006450 The complaint is about the landlord’s: 8 Feb 2021 Maladministration Newlon Housing Trust (201912566) Case 201912566 · Managing Relations The complaint is about the landlord’s: Response to Government guidance on cladding in relation to the building the resident owns … 8 Feb 2021 Maladministration St Mungo Community Housing Association (201910473) Case 201910473 · Managing Relations The complaint is about: the landlord failing to carry out void works prior to the resident moving into the property; … 4 Feb 2021 Maladministration London & Quadrant Housing Trust (202001175) Case 202001175 · Old Complaints Handling categories The complaint concerns: The landlord’s decision to replace a double-glazed bedroom window, that it had installed at the resident’s property, … 4 Feb 2021 Maladministration Newlon Housing Trust (202001604) Case 202001604 · Managing Relations The complaint is about the landlord’s decision not to reimburse the resident for water costs she says she incurred as … 3 Feb 2021 Maladministration Kingston upon Thames Council (202002004) Case 202002004 · Old Complaints Handling categories The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour and noise nuisance, and complaint handling. 2 Feb 2021 Maladministration London & Quadrant Housing Trust (202001937) Case 202001937 · Health and Safety (inc. building safety) The complaint is about the landlord’s: 29 Jan 2021 Maladministration Orbit Group Limited (201905931) Case 201905931 · Old Property Condition categories The complaint is about: the landlord’s handling of works to the resident’s fence and gate. the landlord’s complaints handling. 29 Jan 2021 Maladministration Peabody Trust (201913961) Case 201913961 · Old Compensation categories REPORT COMPLAINT 201913961 Peabody Trust 29 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 29 Jan 2021 Maladministration Tower Hamlets Council (201915515) Case 201915515 · Old Compensation categories The complaint is about the landlord’s decision not to: reimburse the resident £180 that he paid to have a repair … 28 Jan 2021 Maladministration East Midlands Housing Group Limited (202001018) Case 202001018 · Old Property Condition categories The resident complains about the landlord’s response to his reports of damp and mould in the property. 28 Jan 2021 Maladministration Newham Council (201907602) Case 201907602 · Managing Relations The leaseholder complains about the landlord’s handling of: reports of a repair at his property, and; the subsequent formal complaint. 27 Jan 2021 Maladministration Clarion Housing Association Limited (201913880) Case 201913880 · Leaseholder The complaint is about the landlord’s handling of the resident’s: report of a leak into his property; associated formal complaint. 27 Jan 2021 Maladministration Lambeth Council (201900571) Case 201900571 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: 27 Jan 2021 Maladministration Leicester City Council (202006987) Case 202006987 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of noise nuisance caused by the neighbour’s dogs. 27 Jan 2021 Maladministration London Borough of Redbridge (202002349) Case 202002349 · Local Authority / ALMO or TMO The complaint refers to: The Landlord’s response to an accusation of verbal abuse made against the Resident. The Landlord’s complaint … 27 Jan 2021 Maladministration Paragon Asra Housing Limited (202005271) Case 202005271 · Old Property Condition migrated-2025 The resident’s complaint is about the landlord’s response to his: Reports of issues with his water supply. Reports of a … 26 Jan 2021 Maladministration Greenwich Council (201910844) Case 201910844 · Managing Relations The complaint is about the landlord’s handling of the leaseholder’s: reports of a leak into the property and consequent damage; … 25 Jan 2021 Maladministration Sanctuary Housing Association (202002585) Case 202002585 · Financial The resident has complained that: The landlord has not provided a reasonable explanation of, or supporting information for, the service … 25 Jan 2021 Maladministration The Riverside Group Limited (201909268) Case 201909268 · Old Property Condition categories The resident has complained about the landlord’s: response to her reports of damp and mould in her property; handling of … 22 Jan 2021 Maladministration Clarion Housing Association Limited (202003506) Case 202003506 The complaint concerns: The condition of the property at the start of the tenancy and how the subsequent repairs were … 22 Jan 2021 Maladministration North Devon Homes (202001535) Case 202001535 · Old Property Condition categories The complaint concerns the landlord’s handling of remedial works at the property for mould and damp. 21 Jan 2021 Maladministration Bristol City Council (201914973) Case 201914973 · Local Authority / ALMO or TMO The complaint is about: the level of redress offered by the landlord in respect of its acknowledged failings in carrying … 21 Jan 2021 Maladministration Leeds City Council (202003569) Case 202003569 · Estate Management The complaint is about the landlord’s handling of the resident’s reports of other residents leaving items in the communal areas … 20 Jan 2021 Maladministration Hammersmith and Fulham Council (202000590) Case 202000590 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of repairs required at the property; in particular, delay to inspection/repair of an … 20 Jan 2021 Maladministration Hexagon Housing Association Limited (201914551) Case 201914551 REPORT COMPLAINT 201914551 Hexagon Housing Association Limited 22 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 20 Jan 2021 Maladministration Lambeth Council (202003390) Case 202003390 · Leaseholder REPORT COMPLAINT 202003390 Lambeth Council 20 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 20 Jan 2021 Maladministration London & Quadrant Housing Trust (202000305) Case 202000305 · Old Charges categories The complaint is about the lack of rent abatement for the period that the resident was temporarily decanted from her … 18 Jan 2021 Maladministration Octavia Housing (201913343) Case 201913343 REPORT COMPLAINT 201913343 Octavia Housing 14 April 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 15 Jan 2021 Maladministration Clarion Housing Association Limited (201810771) Case 201810771 · Old Property Condition categories REPORT COMPLAINT 201810771 Clarion Housing Association Limited 12 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and … 15 Jan 2021 Maladministration Optivo (202005182) Case 202005182 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s reports of mould in her property. 14 Jan 2021 Maladministration Axiom Housing Association Limited (202002115) Case 202002115 · Old Property Condition categories The complaint is about the time taken by the landlord to activate the gas supply in the resident’s property at … 14 Jan 2021 Maladministration One Housing Group (202003763) Case 202003763 REPORT COMPLAINT 202003763 One Housing Group 14 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 14 Jan 2021 Maladministration Westminster City Council (202002702) Case 202002702 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to a leak at the property and its subsequent compensation offer. 13 Jan 2021 Maladministration Catalyst Housing Limited (201807134) Case 201807134 The resident has complained about the administration of his rent account, specifically the handling of a housing benefit payment and … 13 Jan 2021 Maladministration ForHousing Limited (202006822) Case 202006822 The complaint is about: the landlord’s handling of roof repairs. The complaint is also about the landlord’s complaints handling. 12 Jan 2021 Maladministration Clarion Housing Association Limited (201915053) Case 201915053 The complaint is about the landlord’s response to the resident’s reports about the condition of the shared garden. 12 Jan 2021 Maladministration Newham Council (201913856) Case 201913856 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of a leak in the bathroom causing mould, damp, … 11 Jan 2021 Maladministration Newham Council (201908648) Case 201908648 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports about a rodent infestation in the loft above her … 7 Jan 2021 Maladministration One Housing Group (201911422) Case 201911422 · Leaseholder The complaint is about: the landlord’s handling of the resident’s request for a summary of the costs incurred in relation …